Service Area Manager International Region
SDF Group, Italy
Job Description
SDF is one of the world's leading premium manufacturers of tractors, harvesters and engines. Our corporate group includes the brands: DEUTZ-FAHR, SAME, LAMBORGHINI, HÜRLIMANN and GRÉGOIRE. We offer a first-class service and sales network and we are looking for competent employees in a wide range of business areas for our continuous expansion. The headquarters of SDF is in Treviglio (Bergamo) .
We are searching for a:
Service Area Manager International Region
Your tasks:
- Assure the proper level of service in the assigned area by working with Importers on:
- Compliance to SDF service standards that will require an action plan and regular audits.
- Training needs analysis to develop the Importers capability to give best in class service and fault diagnosis.
- Development of Importers service activity considering quality and timeliness and continuous improvement.
- Ensure professional machine installation when delivering new equipment with the correct pre delivery checking of machines.
- Management of technical information in the dealership and report of technical concern.
- Set priorities for escalation. Includes technical issues which are not being addressed quickly enough and missing campaigns.
- Management and development of Service package and long terms Service Contract (Extended Warranty, Maintenance contracts, )
- Give technical support to the assigned Importers by managing the tickets they place in SDF ticket tool (COMPASS)
- Assure adequate report of technical concern from network when no timely solution or answer has given and monitor the proper escalation in the company process raising the red flag to central Service organization.
- Support the dealer with customer problem resolution with direct involvement with appropriate visits to the customer to ensure retention.
- Manage the Warranty approvals within the assigned budget and by respecting SDF processes.
- Support the preparation and completion of Campaigns. Ensure timely achievement of targets.
Requirements
- Technical Education with knowledge of Mechanics, Hydraulics and Electrics
- Technical knowledge/experience of Agricultural Equipment will be a plus
- 5 years of experience in service department in durable goods industry and also with Dealers and Distributors Networks
- Leadership and self confidence
- Communication skills
- Analytic approach in reporting, track, measure, assess performances
- Knowledge of MS- Windows / Office Applications
- Fluency in English
- A second language will be a plus
- Fully availability to travel on frequently basis